Program Manager

Responsibilities

• Lead overall program performance for the DCSA CSS contract, including service delivery, customer experience outcomes, financial performance, and compliance with all contractual obligations.
• Serve as the named contractor lead with full authority to act on contract matters; act as principal point of contact for the COR and KO.
• Manage and lead a geographically dispersed workforce of varying skill levels delivering enterprise IT customer support across DCSA’s primary and field sites.
• Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Provide program-level oversight of IT Service Delivery operations including service desk, communications support, service management, and risk management functions.
• Drive continuous service improvement initiatives in collaboration with DCSA leadership; manage program-level metrics, Acceptable Quality Levels (AQLs), and performance reporting.
• Engage with senior Government Executive customers to align program direction with mission requirements and emerging priorities.
• Oversee the development and submission of contract deliverables including monthly performance reports, IPR materials, and CDRL submissions.
• Lead surge response planning and execution per PWS Task 16 requirements; coordinate cleared-personnel resource decisions across program functions.
• Maintain DoD 8570/8140 IAM Level III certification currency and ensure all personnel meet applicable workforce qualification requirements.

Qualifications

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active PMP (Project Management Professional) certification.
• DoD 8570/8140 IAM Level III certification.
• ITIL 4 currency for framework administration.
• Demonstrated executive-level program leadership in DoD/IC enterprise IT service delivery environments.
• Strong customer service orientation with proven ability to engage senior Government Executive customers.
• Prior DCSA or similar DoD agency experience is a plus.